Mary Ann Tan
Taguig City
Summary
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Customer Service Representative ( E-commerce)
Prepared Hero / GTM brands
04.2022 - 02.2024
- Inbound calls, chat, email and social media - handled complaints, inquiries, tracking parcel, providing shipping information to clients
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Travel Consultant
American Express Global Business Travel - Taguig
04.2021 - 03.2022
- Booked air, car rental, hotel, limousine services, private jet for all card holders of Amex
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Customer Service Representative (CSR)
Helloconnect, Inc. - Taguig
06.2019 - 12.2020
- Email, chat, social media and voice support (concurrent) for UK account - online food delivery service, tracking deliveries and handling complaints
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager
Aertix Travel and Tours Services - Parañaque
07.2017 - 02.2019
- Keeping Track of All process and documentation duty for Visa Processing, Hotel and Airline Reservation process, assessment of papers pertinent to travel.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Remediations Analyst ( Tier 2)
Wells Fargo EGS LLC - Taguig
02.2016 - 06.2017
- Claims and chargeback
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
Customer Service Representative (CSR)
West Contact Services - Makati
11.2010 - 05.2014
- Hotel reservations for Harrah's Entertainment
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Executive Assistant to the President
Transglobal ConsolidatorsInc. Parañaque City
03.2003 - 09.2003
- Enhanced executive efficiency by managing and prioritizing the President''s daily schedule, appointments, and travel arrangements.
- Managed sensitive information discreetly, maintaining strict confidentiality in all aspects of executive support.
- Assisted with the onboarding process for new executive team members, creating a smooth transition for all involved parties.
- Facilitated seamless communication between the President and key stakeholders, ensuring timely responses to emails and phone calls.
Customer Service Representative ( Sales and Aftersales)
Infopage - Pasig
05.1995 - 07.1997
- Front liner customer service representative for a pager company
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
AB Mass Communication (2nd year Undergraduate) -
St. James College of Parañaque
01.1992
Graduate -
Saint Anthony (Las Piñas)
01.1989
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Complaint Handling
- Customer satisfaction measurement
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Administrative Support
Timeline
Customer Service Representative ( E-commerce)
Prepared Hero / GTM brands
04.2022 - 02.2024
Travel Consultant
American Express Global Business Travel - Taguig
04.2021 - 03.2022
Customer Service Representative (CSR)
Helloconnect, Inc. - Taguig
06.2019 - 12.2020
Manager
Aertix Travel and Tours Services - Parañaque
07.2017 - 02.2019
Remediations Analyst ( Tier 2)
Wells Fargo EGS LLC - Taguig
02.2016 - 06.2017
Customer Service Representative (CSR)
West Contact Services - Makati
11.2010 - 05.2014
Executive Assistant to the President
Transglobal ConsolidatorsInc. Parañaque City
03.2003 - 09.2003
Customer Service Representative ( Sales and Aftersales)
Infopage - Pasig
05.1995 - 07.1997
AB Mass Communication (2nd year Undergraduate) -
St. James College of Parañaque
Graduate -
Saint Anthony (Las Piñas)
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